Service Centers

The ORTEC Service Team is here to assist you with any of the following equipment needs:

Instrument Repairs & Factory Authorized Parts

Instrument Upgrades

Factory Warranty

Extended Service Support Plans

Instrument Repairs & Factory Authorized Parts
If your instrument requires repair, please speak with us to see how we can assist you. We will evaluate each individual case and will provide the best options to address your situation.

If you are an authorized ORTEC distributor, you may purchase factory authorized parts to enhance the local level of response and support for your customers.

For more information on how to return an instrument for repair, please refer to the Repairs and Upgrades section below.

Instrument Upgrades
ORTEC continually develops and improves existing products. Upgrading to the latest specification is often a smart and highly desirable decision, especially in the case of nuclear security applications where upgrades generally provide enhanced capability and results.

Often performed as part of a repair operation, an equipment upgrade may involve improved software, firmware or reliability improvements. Software upgrades for analysis software allow a user to stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system. For portable instrumentation, hardware upgrades may be available to improve reliability or usability.

Please contact us if you would like to explore upgrade options for your ORTEC equipment.

Factory Warranty
ORTEC offers a one-year limited warranty with new equipment. Extended warranties are available for purchase. Please see the Warranty and Support Plans section below for more detailed information.

Extended Service Support Plans
ORTEC offers multiple options to maintain peak performance and value of your ORTEC instrument and systems with the following:

Service Contracts - Additional training support, on-site visits and other value added services. All of which further simplifies and improves your ongoing equipment maintenance and performance capabilities.

Software Subscriptions - Helps you stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system automatically and hassle-free.

Please see the Warranty and Support Plans section below for more detailed information.

Repairs and Upgrades
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Instrument Repair and Calibration
In most cases, ORTEC can offer a fixed repair price. This helps mitigate unpleasant surprises and streamlines the process of repair. In the event that your instrument should require additional parts or services beyond what it is normally covered under the initial fixed repair price, we will issue a revised quote. Under this fixed repair scheme, you will be able to assess in advance whether the repair is worthwhile and necessary, or if other options are more viable.
Instrument Upgrades
When you buy an ORTEC instrument, you are making an investment. As such, instrumentation upgrades help you maintain the latest specifications and operational readiness of your instrumentation. As with repairs, ORTEC offers various fixed upgrade prices, you can assess in advance whether the upgrade investment is worthwhile relative to the needs of your application and your operations.

Process to Send Your instrument for Repair, Calibration, or Upgrade

1. Issuance of a Return Authorization Number (RA #)
Before you send your instrument to ORTEC for repair, calibration, or upgrade, a Return Authorization Number needs to be issued and assigned to your case. This number connects your instrument with an information file and expedites handling once it arrives at our site.

It is very important to fill out this form in as much detail as possible detailing the problem you are experiencing with your instrument. This helps the service technicians in identifying the root cause(s) and resolving the issues you are experiencing.

1.3. Return of Request Authorization Form Return the filled out form to your Customer Support Coordinator with a copy to ortec.service@ametek.com

1.4. RA# Issuance
After you have submitted and we have received your Return Authorization form, your Customer Support coordinator will send you the following:

The Return Authorization Number for your case (RA#)

Documentation with shipping and packaging instructions

1.5. Warranty Verification
If your instrument is out-of-warranty, your Customer Support Coordinator will send you a quote for the repair together with the rest of the documentation in step 1.4. You must provide a purchase order in order for us to proceed. The RA# should be included in the purchase order to expedite handling and to identify that the purchase order is for an out-of-warranty repair.

Please note that without a purchase order work on the repair of your out-of-warranty equipment will not be started. Thus, failure to include the purchase order will delay repair work.

If you are sending your instrument for repair within warranty, your Customer Support Coordinator will verify the warranty information and check with you that the correct return shipping address is reflected in the Return Authorization form you submitted.

2. Instrument Packaging

2.1. Detector Packaging

The detector must be returned in the original wooden shipping crate in which it was received from the manufacturer. If you do not have the original wooden shipping crate, please contact ortec.sales@ametek.com and a wooden shipping crate can be purchased and sent to you. The cost of the wooden shipping crate will be billed to you.

The RA# must be clearly marked on the outside of the wooden shipping crate. The RA# should be used on all paperwork that accompanies the detector and on any correspondence concerning the detector. In addition, the RA# should be referenced when calling to inquire about the status of the repair. The detector should be warmed up to room temperature before being packed in the crate.

2.2. Electronics and Portable Radiation Identifiers Packaging

The instrument must be returned in the original crate, case or box in which it was received from the manufacturer. If you do not have the original crate, case or box the instrument originally came in, please contact your Customer Support Coordinator and an appropriate crate, box or case will be purchased and sent to you. The cost of the crate, box or case purchased together with any applicable shipping charges will be billed to you.

If you decide to use another type of packaging for sending us your instrument, the packaging should be made from a sturdy material. It should be larger than the equipment on all sides to allow for at least four inches of rubber foam padding or instapack around the equipment.

The RA# must be clearly marked on the outside of the box in which the instrument is shipped. The RA# should be used on all paperwork that accompanies the instrument and on any correspondence concerning the instrument. In addition, the RA# should be always referenced when calling to inquire about the status of the repair.

Please use rubber foam padding or insta-pack only. Do not use plastic peanuts, shredded paper, foam wrap or Styrofoam padding.

Electronic components (circuit boards, etc.) should be placed in an anti-static shielding bag, prior to shipping.

3. Instrument Shipping

We do not accept collect shipments. All instruments should be shipped prepaid by the customer to our facility.

When shipping to us, you may wish to insure the shipment for the replacement value of the equipment. We are not responsible for items that are lost in shipment or damaged during transit.

Please ship your instrument to the address for the appropriate Service Center using the following matrix

3.1. For shipment to the U.S. Service Center from inside the U.S.:
Advanced Measurement Technology
ATTN: RA# (the one assigned to your case)
801 South Illinois Avenue
Oak Ridge, TN 37830

3.2. For shipment to the U.S. Service Center from outside the U.S.:
A commercial invoice must be included with the shipment to the repair facility. Failure to include this information will delay repair work. The commercial invoice must contain the following information:

4. Work Completion and Instrument Return
Upon completion of the work, your Customer Support coordinator will contact you to notify you and to coordinate with you the return shipping of your instrumentation.

Service Warranty and Support Plans
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Factory Warranty
ORTEC warrants that our products will be free from defects in material and workmanship. ORTEC makes no other warranties, expressed or implied, and specifically no warranty or fitness for a particular purpose. ORTEC’s exclusive liability is limited to repairing or replacing at ORTEC’s sole option, items found by ORTEC to be defective in workmanship or materials within one year from date of shipment.

Extended Service Support PlansWe are committed to the long-term operation of your equipment and the maximization of the value you receive. Extended Service Plans help you accomplish these objectives and simplify managing your maintenance budget.

The range of ORTEC Extended Service Support Plans includes:

Extended Warranties

Service Contracts

Software Subscriptions

Extended Support Plans offer a mix of priority service, reduced expense and administration, or a fixed service budget. If we do not have the exact plan to fit your application, let us tailor one for your needs. Extended Support Plans are an excellent value option to your investment.

Extended WarrantiesExtended Warranties are an alternative to the usual “pay as you go” repairs that start once the initial new equipment factory warranty has expired. We offer extended warranty plans to increase the coverage for your equipment by an extra two or three years. Based on the specific needs of your operations we can work with you to assess the option of longer time frames upon request.

The nature of an extended warranty is that for a modest “up front” payment, you receive the ideal amount of coverage for your equipment that suits your needs during a pre-defined time frame. The range of items that can be included under an extended warranty coverage spans:

Free repairs and/or replacement of parts (as needed)

Free labor

Free return shipping

Extended warranty plans can be tailored to include one, two or, all of the above, to suit your specific repair needs.

Extended warranty plans are offered with the purchase of a new instrument, but in some cases, at ORTEC's sole discretion upon previous assessment and evaluation of the instrumentation under consideration, we may also extend the offering to an otherwise out-of-warranty instrument. Upon good standing of the coverage and at ORTEC's sole discretion, extended warranty coverage time frames may be increased while the initial extended warranty is in force.

The advantage of an extended warranty is that it makes it easy to plan operational costs for an instrument or a group of instruments. Please speak with us for options and/or check with your Customer Support Coordinator for futher details.

Service Agreements
Service agreements are similar to Extended Warranties in the sense that they are basically extended warranty plans with added services.

Service Agreements can be tailored to offer a variety of features including:

Free repairs and/or replacement of parts (as needed)

Free labor

Free return shipping

Pre-defined number of hours per month of free phone support

Priority Service

Free Software upgrades

A predefined number of on-site support visits per year

A predefined number of training sessions for a pre-defined and agreed number of attendees per year

Software Subscriptions
Software subscriptions are available so that you may stay abreast of the latest algorithm improvements or to migrate to a newer PC operating system automatically and hassle-free. Multiple-year plans (2, 3, 4, or 5) are available for software products. This ensures that all updates for the software product will be made available to the user at no charge during the period the subscription is valid.

If you are considering the purchase of a new instrument, you should consider the Service Support Options as part of your overall instrument investment. To get started, please contact your local ORTEC representative, who will be happy to assist, or send us an email to ortec.info@ametek.com.